White Paper

White Paper

Frost & Sullivan award Zendesk for leadership in omnichannel digital customer engagement

Zendesk stood out as a leader by adopting and strengthening its omnichannel digital customer engagement strategy with the acquisition of Smooch in 2019, and its vision for building a truly open platform on Sunshine

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Gartner: Improve employee experience to drive improvements in customer experience White Paper

Gartner: Improve employee experience to drive improvements in customer experience

Industry leaders need to recognize exactly what kind of impact employees are having on a customer’s experience, and take direct steps to ensure that the employee experience is up to par

Refitting retail service and support White Paper

Refitting retail service and support

Customers expect fast, personal support from retailers. They want to connect with companies on their own…

Customer service trends in media and entertainment White Paper

Customer service trends in media and entertainment

Customer trust and loyalty is hard-won and easily lost. As media and entertainment companies continue to…

Why 44% of customers experience poor customer service when banking online White Paper

Why 44% of customers experience poor customer service when banking online

According to a recent IDC report, 44% of customers say they’ve had poor experiences when banking…

Why (and how) small businesses should prioritize customer service White Paper

Why (and how) small businesses should prioritize customer service

You’ve heard all the unhelpful disparities a hundred times. While some of them are true— owning…

Meeting the challenges of modern CX in financial services White Paper

Meeting the challenges of modern CX in financial services

Building positive, long-term customer relationships has always been important to business success, and the methods for…

Meeting the advanced challenges of modern CX White Paper

Meeting the advanced challenges of modern CX

For large organizations, meeting customer expectations at scale is complicated. And doing so today looks entirely…

Meeting the challenges of CX in modern manufacturing White Paper

Meeting the challenges of CX in modern manufacturing

Years ago, to succeed as a manufacturer, it was sufficient to make high-quality products and price…